Problem with installing Atlassian connect add-on

[Deleted user]

I'm experiencing a problem where when I try to install add-ons from the Atlassian marketplace to my confluence cloud account - it doesn't work. I choose to trial an add-on by selecting it from the marketplace and then it returns to a page with a link to add-on settings without installing the app. I am using Safari on Mac.

[Shannon S]

Hi Ryan,

I looked up your email and you have 2 Cloud instances associated with your email: 

p****.atlassian.net 

s****.atlassian.net

Can you let me know which of the two is having an issue? Is it when you try to install any add-on?

Regards,

Shannon

[Deleted user]

Hi Shannon, I’m having it with the first. Thanks 

[Shannon S]

Ryan,

That first instance doesn't have a valid license as it was good through 29 March 2018. I recommend adding payment information and extending your Confluence license first, and then you can try to install an add-on.

Can you try that and let us know if you have any trouble?

Regards,

Shannon

[Deleted user]

Hi Shannon, A trial was active when I first experienced the issue, however, I have since purchased a license and I'm still having the problem and it's happening with any add-on. I have tried to add both yworks and gliffy and I'm still being returned back to the same page with a link to add-on settings whenever I select to try or purchase an add-on. Thanks for your help

[Shannon S]

Ryan,

It definitely would have also caused that so thank you for extending your license.

Could you let me know what add-on you're trying to trial so I can test it and see what happens on our end?

Shannon

[Deleted user]

Hi Shannon, I've tried to install both yworks and gliffy add-ons. Cheers

[Shannon S]

Hi Ryan,

I was able to login and test by enabling the Gliffy trial, and did not have the same problem as you had. Can you confirm that you're adding it as one of the billing contacts?

Also please be advised I wasn't able to find a version of the yWorks add-on for Cloud. Were you installing both add-ons using UPM in your Cloud instance?

Shannon

[Deleted user]

I've only got the one login at the moment, so I believe it would be adding it as me - who is the billing contact. You're right about yworks, I didn't realise this until now. However, I'm still having the problem with confluence cloud add-ons. Cheers, Ryan 

[Shannon S]

Alright, thank you for confirming, Ryan.

I'm not sure I'm familiar with the page you say it's going to when you try to install. But can you confirm for sure that you're going through UPM on the instance itself and not through Marketplace?

Can you show me what the screen looks like that it goes to, or better yet, send a video? You can use something like screencast-o-matic.com to record it.

Shannon

[Deleted user]

Hi Shannon, 

I've been going through the marketplace, since I couldn't find an easy way to navigate to the marketplace from directly within confluence cloud. Should I be doing something differently? I'm not sure what UPM is. 

Cheers

[Shannon S]

Hi Ryan,

UPM stands for Universal Plugin Manager, which is a part of every instance.

• Managing Add-ons or Plugins
• For more information on how to Find new add-ons

You'll need to be a billing contact to install add-ons, but in your Cloud Confluence instance, you'll find the UPM this way:

1. Go to Confluence Admin: https://DOMAIN.atlassian.net/wiki/admin
2. On the left sidebar, under ATLASSIAN MARKETPLACE > Find new add-ons
3. Then you can search here for the add-on you want, and click Free Trial or Install for the add-on you want to install.

Regards,

Shannon